Industry Update
Supplier News18 September 2013

KeyLime Cove Implements NAVIS; Caller Data Boosts Revenue, Identifies Most Profitable Promotions

Reservation Sales System Provider NAVIS Creates New Revenue Source, Raises Conversions 10%, Improves Guest Service, Increases Promotion ROI

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Bend, OR -- NAVIS, the leading reservation sales system provider for the resort, hotel, and vacation rental markets, announced the successful implementation of its system and services at KeyLime Cove Indoor Waterpark Resort. With NAVIS, the property generated $80,000 of outbound call revenue in one month and increased conversions by 10%. The system also enabled accurate ROI measurement for promotions and advertising while improving guest satisfaction scores. KeyLime Cove is a 404-room high-ADR waterpark resort that serves metro Chicago and nearby markets. Click here to learn more about NAVIS’ reservations sales system.


“The results are in from our recent NAVIS implementation. NAVIS made an immediate improvement in revenue and other operational areas,” said Dale McFarland, general manager of KeyLime Cove Resort. “KeyLime Cove is an indie so we must be on top of our room sales. Our conversions are up 10% thanks to NAVIS’ work with our reservation team. This is huge.”

NAVIS’ 1-800 numbers track promotion success for accurate ROI

McFarland noted that KeyLime Cove uses ads and promotional campaigns in its markets. NAVIS provides individual 1-800 numbers for each promotion and tracks results. “NAVIS’ system instantly shows which campaigns are winners and losers. This makes us smarter about how we spend marketing dollars. NAVIS’ data enables us to put our ad spend in the most successful promotions for bigger ROI and higher occupancy.”

Resort generates $80K in one month from NAVIS-guided outbound call program

NAVIS helped KeyLime Cove create an outbound sales call program that also improved the resort’s bottom line. “NAVIS' special phone technology gives our reservation agents the phone number for every inbound caller,” McFarland said. “Now we can call people back who were turned down or dropped due to high call volume. We worked with NAVIS to create an outbound sales call program that generated $80,000 of new business in one month.”

Now is the time to focus on building voice-channel sales and ADR

Today KeyLime Cove is focused on building its direct-sales voice channel. “NAVIS is a big part of bringing high-volume reservation sales back in-house,” McFarland said. “They record, audit, and collect data on each reservation call. Then NAVIS analyzes each reservation agent’s call data and coaches our managers on how to improve sales skills. Our managers guide our agents so their sales skills continually improve. We could not do this without the data NAVIS provides. Our conversions are stronger, and our professional caller interaction is generating extremely high guest service scores.”

KeyLime Cove Indoor Waterpark Resort is a family focused property that averages 2 – 3 nights per stay. Its fun tropical-themed décor, bright colorful rooms, and close proximity to Chicago and nearby metro markets make it a popular destination for urban families and groups that want a fun getaway.

“We wanted to grow our booking performance and bring reservations back to our call center,” McFarland said. “NAVIS technology and professional business consultants helped us do this. We are reaching more people with our outbound follow-up sales calls, converting more calls, and spending our ad budget in the most effective channels. Plus we are hitting homeruns with our customer service.”

About KeyLime Cove

KeyLime Cove is an island-inspired family vacation destination less than an hour drive from Chicago and Milwaukee. As The Official Resort of Six Flags Great America, the year-round resort features 414 suites and staterooms and offers a complete family vacation without ever leaving the property. Created to be an American coastal experience just a short drive from home, the resort’s entertainment and amenities include a 65,000 square-foot, 82-degree tropical-themed waterpark, 8,000 square-foot arcade, multiple restaurants including D.W. Anderson’s Eatery and Ice Cream Parlor and The Crazy Toucan Margarita Grille with live entertainment, Paradise Mist Spa and 6,000 square feet of banquet and meeting space. An abundance of fun is found around every corner, including the uniquely themed interior, arts, crafts, interactive festivities, shops and street vendors. KeyLime Cove is managed by Veracity Hospitality.


NAVIS is a reservation sales system company that increases leisure voice booking conversions and bottom-line leisure revenue for resort, hotel, and vacation rental companies. NAVIS provides a proven system that enables clients to build reservation sales and marketing decisions on accurate, real-time data. The NAVIS system uncovers previously hidden revenue sources. It provides operators with 100% of the revenue source picture, not just online and social media bookings. It implements powerful outbound leisure sales strategies and measures true marketing ROI for each online and offline campaign. NAVIS captures guest and prospect data, tracks key revenue metrics, and provides 24/7 reservation call center services to help operators increase occupancy, ADR, and close more leisure business.

Julie Keyser-Squires
Phone: +1-404-256-5512
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